Overview
We are seeking a professional detail-oriented and analytical Quality Assurance (QA) Analyst to join our dynamic team in London. The QA Analyst will be responsible for monitoring and evaluating the quality of inbound and outbound interactions between our contact centre agents and customers. This role ensures compliance with company standards, identifies areas for improvement, and helps maintain a high level of customer satisfaction.
Key Responsibilities:
* Monitor Interactions: Review recorded and live interactions (calls, emails, chats) to assess agent performance, adherence to company policies, and overall customer experience.
* Quality Evaluations: Conduct regular quality assessments using standardized scoring criteria. Provide detailed feedback and recommendations for improvement.
* Reporting: Compile and analyse QA data to generate reports on performance trends, agent proficiency, and areas requiring improvement. Present findings to management and suggest actionable solutions.
* Compliance: Ensure that all interactions comply with regulatory requirements, company policies, and industry best practices.
* Continuous Improvement: Participate in process improvement initiatives, suggesting modifications to enhance quality, efficiency, and customer satisfaction.
* Agent Support: Act as a resource for agents, providing guidance on best practices and answering questions related to quality and performance standards.
* Technology Utilization: Leverage contact centre technology and QA tools to streamline monitoring.
Requirements:
* Bachelor's degree in business, Communications, or a related field preferred.
* Minimum of 2 years in a quality assurance role within a contact centre environment.
Skills:
* Strong analytical skills and attention to detail.
* Excellent verbal and written communication abilities.
* Proficiency with contact centre software and QA tools.
* Ability to provide constructive feedback and facilitate training sessions.
* Solid understanding of customer service principles and best practices.
Salary: £28k annually
Hours: 5pm - 1am | Mon-Fri
Location: Uxbridge, North-West London.
Home-based - would be required to attend the office once a month.
If you are a team player with a collaborative mindset, proactive and solution-orientated approach, then we recommend you apply now
Job Type: Full-time
Pay: £25,543.00-£28,354.00 per year
Benefits:
* Company events
* Company pension
* Employee discount
* Free parking
* On-site parking
* Private medical insurance
* Referral programme
* Work from home
Work Location: Hybrid remote in Uxbridge UB8 1UX